Article: Qantas Considers Bringing Call Centres Back to Australia

Main point is how they got through to the info so easily.
Lax passwords at the storage cloud area?
(((At least its not VHs pay account bsb and account # I guess))).
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If the scammers match this QF data and the Optus and Medibank plus other data sources, it will be horrible.
 
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The main issue with these call centres is not that the people are stupid but the it seems limited training they receive before they are thrown on the phones.

Also for many of them English is a second language so they are looking for trigger words so they can answer
" He said the word refund let me turn to page 7 and read the refund script" "She said add baggage let me turn to page 20 and read the baggage script

Any question or problem that deviates from a pre planned script answer and your met with confusion.

Mostly, I don't blame the workers, they applied for the job, got it, and are doing what they are told with what they have been given.

Once recently I had to call Qantas re a schedule change which would involve a miss connection , I had to explain to the person who answered what a schedule change was.. not a good start to the call.

Correct
 
Main point is how they got through to the info so easily.
Lax passwords at the storage cloud area?
(((At least its not VHs pay account bsb and account # I guess))).
===
If the scammers match this QF data and the Optus and Medibank plus other data sources, it will be horrible.

A few things need to occur before they could access the system.

A username/password for the eCRM is great, however that would not allow anyone on here to just go to qantas.salesforce.com and then log-in

User name and password for their employee account is needed - Should be different to the Salesforce one.

VPN should/would be required and usually 2FA or an authenticator app

Then 2FA/authenticator app again to enter Salesforce

Etc etc
Post automatically merged:

I suspect it was not just one failure here (based on public information leaked)
 
A few things need to occur before they could access the system.

A username/password for the eCRM is great, however that would not allow anyone on here to just go to qantas.salesforce.com and then log-in

User name and password for their employee account is needed - Should be different to the Salesforce one.

VPN should/would be required and usually 2FA or an authenticator app

Then 2FA/authenticator app again to enter Salesforce

Etc etc
Post automatically merged:

I suspect it was not just one failure here (based on public information leaked)
But this assumes that the system in question was SFDC... We don't know what it was at this point.
 
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The main issue with these call centres is not that the people are stupid but the it seems limited training they receive before they are thrown on the phones.

Also for many of them English is a second language so they are looking for trigger words so they can answer
" He said the word refund let me turn to page 7 and read the refund script" "She said add baggage let me turn to page 20 and read the baggage script

Any question or problem that deviates from a pre planned script answer and your met with confusion.

Mostly, I don't blame the workers, they applied for the job, got it, and are doing what they are told with what they have been given.

Once recently I had to call Qantas re a schedule change which would involve a miss connection , I had to explain to the person who answered what a schedule change was.. not a good start to the call.
Its definately an issue with training , Qantas knows they arent trained properly thats why they are given the script & told to stick to it . Id rather have less people that are well trained in the country (so they at least are in the same time zone / understand the day to day issues in the country) & authorised to find solutions to individual problems than an army of script reading greenhorns.
 
The main issue with these call centres is not that the people are stupid but the it seems limited training they receive before they are thrown on the phones.

Yes, also could be the structure of their incentives and who their employer is. Some companies do seem to have good Philippine based call centres. I wonder if these are "insourced" to the Philippines rather than completely "outsourced" (i.e employees rather than contractors).

In my last three companies (all MNCs), some support functions were handled in the Philippines (such as accounts payable, IT support etc). Generally speaking where the staff were employed directly as company employees, they seemed to perform much better than where the company employed a contract service provider to do this work. I guess a combination of training, incentives and even shared values made the former much easier to deal with. The latter seemed to be most concerned with closing the ticket ASAP, and moving on to the next one.
 

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